GenAI: GenAI’s new use cases will revolutionize the future of business

Across India and around the world, the democratisation of artificial intelligence is underway. The idea that there is one baseline model for everyone represents a huge opportunity for a productivity and workforce revolution. The ability to intelligently automate tasks and gain instant insights has the potential to redefine the nature of work and how businesses operate, creating a new division of labour between humans and machines.

based on IBMAccording to Google’s 2024 Global CEO Study, 72% of top-performing CEOs agree that competitive advantage depends on having the most advanced, next-generation artificial intelligence.

As we reach a tipping point, where the AI ​​economy for business becomes convincing, applying the technology It’s not so much about chasing big goals or adding some short-term incremental benefit. Rather, as the following examples show, custom base models offer the opportunity to realign all core business priorities and processes with AI at the core.

Ensuring a positive customer experience is vital for all organizations. As such, one of the key business value opportunities involves leveraging AI assistants to Customer ServiceToday, about half of call center agents’ time is spent on routine tasks, such as research and information gathering. But AI assistants can significantly speed up businesses’ ability to get immediate and accurate answers.

This year we have also seen the rapid evolution of digital personalization. employee assistantsFor example, we have implemented an AI-powered conversational platform called AskHR. It helps employees navigate routine processes within the organization while also sending notifications for weather and travel alerts. Up to 94% of our employee interactions are now done through an AI chat interface without human intervention. This has allowed our HR team to refocus on tasks that generate more value.

A third use case with far-reaching implications involves enterprise developers extending their work with AI. coding assistantsHigh-quality code can be created using AI-generated recommendations based on natural language queries or existing source code. One example involves transforming business services that rely on COBOL into high-quality code. Java Code. This can help developers and IT operators simplify their ability to assess, update, validate, and test the right code, accelerating application modernization efforts.

Similarly, we are also witnessing the emergence of next-generation AI platforms that provide insights to deeply understand the application landscape. This enables IT teams to uncover the connections, dependencies, gaps, and opportunities within an organization’s application architecture. As we explore new use cases, nowhere else is the potential to build next-generation AI-powered solutions greater than in India, driven by a young demographic and a rapidly growing tech talent pool. But as we move forward, for the technology to thrive, it must be built on a foundation of trust, always remembering that the purpose of AI is to augment human intelligence and not replace it. This is why scaling up responsible AI practices and policies that promote explainability, fairness, transparency, robustness, and privacy are critical to making AI systems universally accessible and applicable.

The author is Managing Director, IBM India and South Asia. All views expressed are personal.